Customer Happiness Specialist

At Epignosis, we build workplace learning software that enables more than 70,000 teams worldwide to offer training to millions of people. Our portfolio of tools can be used by organizations of any size and includes TalentLMS - a zero-overhead cloud LMS, eFront - an enterprise LMS, TalentCards - a mobile app for training the deskless workforce, and TalentHR - a lightweight HRIS to manage people ops. We are competing with the world’s top eLearning solutions and we aim at becoming world’s #1.

We're on a mission to democratize training by developing simple, accessible, and affordable software. We count 12.000+ companies as customers and with more than 12 million users across 126 countries logging in to use our platforms, we are a much-loved global leader in learning tech. At home, we are quickly becoming one of the largest SaaS company to come out of Greece.

That’s where you come in! We’re looking for a Customer Happiness Specialist to join our Support team. In this role, you’ll essentially be responsible for our customers’ happiness. (No pressure!) You’ll be there to help them use our products without frustration and to answer any other questions they may have. You’ll report to your Customer Happiness Team Lead and work together to empower our customers so that they have no reason to ever leave us.

Responsibilities

• Emailing, chat and phone support galore. We get lots of emails, chats and calls every single day. So, you’ll spend the best part of your day replying to those inquiries. You’ll be working fast but accurately.
• Mayor of Asana. Wake up and prioritize. That’ll be your mantra. You’ll plan out your daily tasks to stay organized as well as direct tasks to the appropriate people. Asana will become your best friend.
• Happiness-coordinator. It takes a village to make one customer happy. This means you’ll coordinate with other departments to get the information you need. And, you’ll energetically follow-up on any unresolved issues that have reached “Escalated” status.
• How to-ing. You’ll spend part of your work time writing new how-to articles for our knowledge base as well as updating existing ones. This empowers our customers to use our products on their own and gives us the time to respond to more complex tickets quicker. You dig this.
• Product pro. To offer the kind of support we’re known for, you’ll have to know our platforms inside out. If you start dreaming about dashboards, branches, course certifications and mass actions, don’t worry. It means you’re almost there.

• Fluent in English. You' re native or near native in English, crystal clear at explaining technical problems and you don't make mistakes that interfere with our customers’ understanding.
• Done this before. You’ve got 2+ years of relevant experience in customer support. Bonus points if it’s experience with a software company. You know what it’s like to handle customer expectations, solve problems and build positive relationships with a diverse group of people.
• Others think “Problem”, you think “Solution”. You’re a natural born problem-solver. (And can show us examples of that.) You can spot issues from a mile away, come up with possible solutions, evaluate those solutions and communicate them --all while remaining cool, calm and collected.
• Team Customer. You’re emotionally intelligent with a passion for delighting customers. Sure, you’re friendly, kind and empathetic and you’ve got all the skills to be good with customers. But you’ve developed this talent because deep down it thrills you to fix problems for real people. You often go above and beyond to make a customer happy.
• Not a nine to fiver. Cover the following shifts every other week: 08:00-16:30 EET (2 days per week onsite) and 16:30-01:00 EET (remote).

The most important thing we offer is a safe and healthy professional environment, giving you the opportunity to work on products that positively impact millions globally. Become part of Epignosis, a diverse group of smart, fun, and GIF-loving professionals in offices worldwide, including the U.S., the U.K., Greece, and Cyprus! Our employees enjoy benefits that enhance productivity and contribute to their professional development. Apart from that, we also offer:

• Competitive compensation packages
• Hybrid working options
• Private health insurance plan
• Meal allowance
• Gorgeous office space or opportunities for hybrid work
• Professional and personal development opportunities (lots of them)
• A vibrant working environment full of creative individuals
• Work/life balance ― i.e., we go big AND we go home